Overview

The course covers the best practice framework of ITIL 4 at a foundational level. Students learn about the service value system (SVS), the four dimensions of service management, the service value chain, the 7 guiding principles, and service management practices. ITIL 4 is a non-prescriptive, industry best practice providing a vendor-neutral, technology-agnostic framework to address service management challenges by reshaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps.

This course is ideal for business managers, business process owners, or any businessperson interfacing with IT organizations. This includes individuals new to ITIL, who require a fundamental overview of the ITIL 4 framework. For example:

• Business managers, business process owners, or any businessperson interfacing with IT organizations
• Individuals new to ITIL, who require a fundamental overview of the ITIL 4 framework and how to apply service management concepts to create value for customers
• IT professionals already working with ITIL best practices, who want to advance their knowledge of the new service management practices in ITIL 4
• Other individuals working in parts of the IT organization, including:

  • IT staff supporting large, complex and hybrid data centers, interested in improving speed, quality, and cost of IT services
  • IT vendors, suppliers, and partners
  • IT managers and IT executives
  • Individuals working in other parts of IT (digital, product, development, security)

Additional study time outside of the class is required to prepare for the certification exam.